CUSTOMIZED REPORT
I have added 4 status : WIP, Requester has to revert, Escalated to cust, Escalated to L2, resolved by cust, resolved by L2,
i need to generate a comprehensive report and send to customer which having the following data :
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Srl No
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Incident Number
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Priority
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SLA Violation
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Status
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Requester Code
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Requester Name
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Call Opened By
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Call Assigne to
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Last Modified Date
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Category
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Sub-Category
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Item
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Request Description
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Reporting Mode
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Reported By
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Reporting Person Details
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Resolution Desc
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Escalated to GCPL Date/Time
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Resolved By GCPL Date/Time
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Escalated to Onsite Engr Date/Time
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Resolved By Onsite Engr Date/Time
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Requester Revert Back Date/Time
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Cancelled Date/Time
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WIP Date/Time
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Request Open Date/Time
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Request Close Date/Time
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Total Age in Min
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GCPL Age in Min
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CMC Age in Min
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At least I require the status change date and time.
For ex: if I am changing the status of a request from open to " Escalated to L2" then that change date and time is required.